Best Practices for Questions that Don't Exist in Knowledge Graph

Content Best Practices - Knowledge Graph
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Hi All - I’m a new Answers customer and am wondering what some best practices are for questions that don’t have answers in the Knowledge Graph.

I’m considering doing this myself at a corporate level to maintain control but the Knowledge Nudge is interesting. Has anyone had success? What workflows do you have in place? Which groups/roles did you involve?

Thanks!
Nick

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Hi Nick,

Welcome to Yext!

All brands have this issue – you’re not alone! I’m assuming you’ve gone through the Query Explorer and identified some questions that are not producing good results?

Here are a few quick steps I’d follow to setup a plan:

  1. Identify a list of the fields you need to add to the graph. For example, if you’re a wealth management firm, you might realize consumers are asking a lot of questions around the languages spoken by your advisors or whether your ATMs provide check cashing, but you don’t have that knowledge in the graph yet. Now you know you have two specific fields you need to create and populate: Languages Spoken on the Advisor entity and Has Check Cashing on the ATM entity.

  2. Determine who owns that data.

    • Does this data live in a database somewhere internally? Reach out to whoever owns that system to see if they provide an export that you can upload into Yext.

    • Is it used on your website or in other materials already? For example, teams like Store Operations, HR, or even Customer Support Centers might have the kind of data you’re looking for. Reach out to the teams that own that to get the data.

    • Or has no one collected that kind of information before? In this case, you’ll need to figure out how to collect that data, but you have a few options:

      • Use our Home Screen Tasks or Knowledge Nudge via Knowledge Assistant to collect data from local users.
      • Use our Approvals workflows to provide users access to suggest data and have other users (e.g., compliance team, regional managers, corporate marketing team) approve the content based on your own brand guidelines or rules

  3. Add the data to Yext. You can use our Entity Upload, API or adding the data manually in Entity Edit (unless users already added the data directly into Yext above). There may even be an App Directory integration to help with this so be sure to take a look.

  4. Establish a plan for ongoing data maintenance. Now that you have the data in the system you need to make sure that you can keep it up to date moving forward. You’ll want to consider an ETL or API integration if another system is the source of truth. Data is never “one and done” so this step is super critical!!

Hope this helps, we’d love to hear updates on how this is going for you and what your plan looks like.

Thanks,
Liz

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